Tweet your way to your customers’ hearts
Twitter, besides being a great tool for broadcasting information, is actually also great as a channel for Customer Service. Social Media is all about conversations – listening to what’s going on, responding, participating and interacting.
Many early adopters have experienced the power of Twitter as a customer service tool. Whether a customer just wants to rant or is really looking for results, Twitter has proven to be a useful tool for customers and companies who want to communicate better.
1) OmniPlan
Just wanted to share my frustration with using OmniPlan one day on my personal Twitter account and lo and behold, to my surprise, I got myself a wonderful response from OmniPlan’s Twitter! I was wondering why there’s no “undo” button. So I *ahem* cursed Omniplan and there, I got a polite response offering help. Very quickly as well! I’m impressed.
2) Tampines 1
In Singapore, here’s a brand that has turned to Twitter to connect with their customers – Tampines1
Great start with loads of potential to do more.
They use Twitter as a tool for broadcasting as well as for addressing enquiries from customers. But if you ask me, they need to be more proactive by listening to ground and actively addressing enquiries and comments. The more people’s questions and comments they seek to react to, the more visibility for their brand and their customer service channel on Twitter.
There are a lot of people on Twitter talking about their experience at Tampines 1. These are opportunities for Tampines 1 to interact with their customers and address any queries they may have because it’s not just about broadcasting on Twitter, it’s about making every interaction (small or big) count.
3) Jet Blue Airways
Here’s a very proactive brand which displays proactivity, personality, and enthusiasm. A brand that is very much loved on Twitter really and that is Jet Blue Airways.
Do you know they have 1,610,817 followers on their Twitter account?
I don’t supppose I have to go into the details of why this brand has done so well on Twitter. All over the WWW are reports and articles on why Jet Blue‘s good at it.
So just for this article, I decided to do a little experiment to check out how responsive Jet Blue is on Twitter. Check out my post @ 6.30pm, 2nd Feb, 2010.
10 mins later, Jet Blue responded! They followed me and they gave me a link to where I can find the answer to my question! Excellent! I hope brands like this continue the great work they do and achieve the results that they deserve. Only then will the market come to slowly accept and understand just what Twitter can do for their brand.
Call us, email us, drop us a tweet or a message on facebook if you’ll like to explore Twitter for your brand. We’ll be happy to help you break new grounds and better your competitors.
So can you tweet your way to your customers’ hearts? I know Jet Blue’s got mine!
